Systems and methods for providing recording as a network service

ABSTRACT

Systems and methods for providing recording of communications are provided. A representative method incorporates: providing recording as a service on a network such that: the network determines whether Internet Protocol (IP) packets, which are being communicated by the network, are associated with a communication that is to be recorded and the network directs information corresponding to the IP packets associated with the communication to a long term storage device.

CROSS REFERENCE TO RELATED APPLICATIONS

This application is a utility application that is based on and claimspriority to U.S. Provisional Application Ser. No. 60/817,630, filed onJun. 29, 2006, and which is incorporated by reference herein.

BACKGROUND

Recording of communications is important to many industries,particularly those in which compliance regulations have beenimplemented. In this regard, a traditional passive tap Internet Protocol(IP) recording technique includes recorders that are deployed alongroutes of communications. In this technique, each recorder operatessimilar to a “sniffer” by analyzing pass-by communication IP packets.Each recorder detects the packets corresponding to certain communicationsessions, locally stores the sessions by gathering the correspondingpackets, and then directs the recorded sessions to long term storage.Clearly, interfacing such recorders with the communication network inthe proper locations is required to ensure that the desiredcommunications are detected and ultimately recorded.

SUMMARY

Systems and methods for providing recording as a network service areprovided. In this regard, an embodiment of such a system comprises aswitching device operative to: communicate Internet Protocol (IP)packets of a network with which the switching device is associated;determine which of the IP packets communicated by the switching deviceare associated with a communication that is to be recorded; and directinformation corresponding to the IP packets associated with thecommunication to a long term storage device. The switching device is anetwork infrastructure component configured for directing IP packets.

An embodiment of such a method comprises: providing recording as aservice on a network such that: the network determines whether InternetProtocol (IP) packets, which are being communicated by the network, areassociated with a communication that is to be recorded and the networkdirects information corresponding to the IP packets associated with thecommunication to a long term storage device.

Other systems, methods, features and/or advantages of this disclosurewill be or may become apparent to one with skill in the art uponexamination of the following drawings and detailed description. It isintended that all such additional systems, methods, features and/oradvantages be included within this description and be within the scopeof the present disclosure.

BRIEF DESCRIPTION

Many aspects of the disclosure can be better understood with referenceto the following drawings. The components in the drawings are notnecessarily to scale, emphasis instead being placed upon clearlyillustrating the principles of the present disclosure. Moreover, in thedrawings, like reference numerals designate corresponding partsthroughout the several views.

FIG. 1 is a schematic diagram illustrating an exemplary embodiment of asystem for providing recording as a network service.

FIG. 2 is a flowchart illustrating functionality (or method steps) thatcan be performed by the embodiment of FIG. 1.

FIG. 3 is a flowchart illustrating functionality (or method steps) thatcan be performed by another embodiment of a system for providingrecording as a network service.

FIG. 4 is a schematic diagram illustrating another exemplary embodimentof a system for providing recording as a network service.

FIG. 5 is a schematic diagram illustrating an embodiment of acomputer-implemented device that is configured to perform thefunctionality associated with a recorder, such as the recorder used inthe embodiment of FIG. 4.

FIG. 6 is a flowchart illustrating functionality (or method steps) thatcan be performed by the embodiment of FIG. 5.

FIG. 7 is a schematic diagram illustrating another exemplary embodimentof a system for providing recording as a network service.

FIG. 8 is a flowchart illustrating functionality (or method steps) thatcan be performed by the embodiment of FIG. 7.

DETAILED DESCRIPTION

As will be described here with reference to several exemplaryembodiments, systems and methods for providing recording as a networkservice are provided. In this regard, some embodiments of such a systeminvolve the use of switching devices, e.g., network switches, networkrouters and/or other components that form the infrastructure of manycommunication networks, such as the World Wide Web. Specifically, inthese embodiments, the switching devices themselves are capable ofperforming various functionality that conventionally is provided byrecorders, which typically tap into a network, e.g., at a switchingdevice, in order to record communications.

Referring now in detail to the drawings, FIG. 1 is a schematic diagramillustrating an exemplary embodiment of a system for providing recordingas a network service. As shown in FIG. 1, system 100 incorporatescommunications networks 102 and 104. Each of these networks can be anyor a combination of network types (WAN, LAN, the Internet) for providingInternet Protocol (IP) communications.

Communicating with each of networks 102 and 104 is a network switchingdevice 110 that can be used for directing IP packets, such as directingIP packets between the networks. For instance, the network switchingdevice can be a network switch, which directs IP packets based on theports of the switch that receive the packets, or a network router, whichdirects IP packets based on header information contained in the packets.

Long term storage 112 also communicates with the networks 102, 104 andthus with the switching device 110. By way of example, long term storage112 can be a storage area network (SAN) or network attached storage(NAS). Long term storage 112 receives IP packets, such as IP packetsassociated with a communication that is to be recorded, and storesinformation corresponding to the IP packets so that the recordedcommunications can be replayed. By way of example, in some embodimentsin which the communications involve voice communications, received IPpackets could be converted to audio files for storage, or the IP packetsthemselves could be stored. Notably, various other types ofcommunications could be involved, such as email, chat and/orcorresponding screens of data that are displayed during suchcommunications. Clearly, the switching device could forward raw IPpackets or re-ordered IP packets (i.e., IP packets arranged forconversion to a file type such as an audio file).

FIG. 2 is a flowchart illustrating functionality (or method steps) thatcan be performed by the system 100 of FIG. 1. In particular, as depictedin block 210, a determination is made as to whether Internet Protocol(IP) packets, which are being communicated by a network, are associatedwith a communication that is to be recorded. By way of example, in someembodiments a switching device can be used, such as switching device110, which can be a network router or a network switch.

In determining whether IP packets are associated with a communicationthat is to be recorded, various techniques can be used. By way ofexample, embodiments of such a system can incorporate one or more ofreceiving, filtering, analyzing and storing of the IP packets. In thisregard, it should be noted that an IP packet (which can be of various IPversions, e.g., IPv4, Ipv6) incorporates three basic elements, i.e., aheader, a data area, and a trailer. The header designates the beginningof the packet, the data area includes the data payload, and the trailerdesignates the end of the packet.

In some embodiments, the determining step mentioned above can includeanalyzing of one or more of the three basic elements of the IP packetsreceived by the system. By way of example, some embodiments can operatein a promiscuous mode, in which each packet received is read in itsentirety. Thus, in some embodiments, the device(s) of the systemassociated with performing the determining step can capture and save thepackets for analysis.

Additionally or alternatively, such a system can operate in monitormode, in which the device(s) of the system associated with performingthe determining step wirelessly receive the packets and then act on thepackets in a manner similar to the promiscuous mode.

Additionally or alternatively, such a system can operate innon-promiscuous (or normal) mode, in which the device(s) of the systemassociated with performing the determining step check the address of thepacket and merely forward the packet to a next device if the packet isnot of interest. Thus, these embodiments perform a type of filtering.

Referring back to FIG. 2, regardless of the manner in which the IPpackets for recording are determined, in block 212, the IP packetsassociated with the communication are directed to a long term storagedevice that is connected to the network. By way of example, long termstorage 112 can be such a device.

FIG. 3 is a flowchart illustrating functionality (or method steps) thatcan be performed by another system for providing recording as a networkservice. In particular, as depicted in block 310, instructions areprovided to the network such as via broadcast, multicast, socketconnection or other communication transport. The instructions indicatethat IP packets associated with desired communications are to bedirected to long term storage. For instance, the instructions mayindicate that the following exemplary communications are to be recorded:those originating from a particular source; those including a particularsource as a party to the communication; those exceeding a particularduration; and those having associated metadata such as ANI or DNIS.Clearly, these types of communications can potentially be identified byinformation provided with the IP packets used in facilitating thecommunications. However, other events also can be used to initiaterecording. For example, when communications are associated with acontact center, various computer applications may be used in concertwith a voice communication, e.g., Voice over IP (VoIP) communication, inorder to facilitate an interaction between a contact center agent and acustomer. In such a scenario, various triggers provided by one or moreof the applications could be used to initiate recording. For instance,when a teleset/softphone is used, a request for recording the voicecommunication associated with that application could be encoded ininstructions that are sent to the network via broadcast, multicast,socket connection or other communication transport.

In block 312, the instructions are received at the switching device. Inblock 314, a determination is made as to whether Internet Protocol (IP)packets, which are being communicated by the switching device, areassociated with a communication that is to be recorded. Notably, theparticular communication and/or the criteria for determining whether thecommunication is to be recorded are contained in the instructions. Inblock 316, the switching device is used to direct the IP packetsassociated with the communication to long term storage.

In contrast to conventional methods of recording that use dedicatedrecorders for tapping communications, using a switching devicepotentially reduces the latency associated with buffering IP packets insuch a recorder prior to the recorder directing the captured data tolong term storage. That is, in some embodiments, a switching device maynot perform a buffering function at all, instead directing IP packetsassociated with communications that are to be recorded directly to anetwork-connected long term storage device without first buffering thepackets. In other embodiments, however, some form of buffering could beprovided by the switching device depending upon its particularconfiguration.

Additionally, by streaming information for recording directly to networkattached storage, optimal usage of hard disks may be achieved. This isbecause hard disks used for storage typically are sized for expectedload even though such load is difficult to predict. By sharing the harddisks attached to the network, the potential of a single hard disk beingover used is diminished.

It should be noted that, in contrast to the embodiment described abovewith respect to FIG. 3, some embodiments may be provided withinstructions for controlling recording by methods other than networkbroadcast instructions. For instance, the instructions could be directlyprovided to a switching device and/or provided to the switching deviceprior to interconnecting the switching device with the network.

FIG. 4 is a schematic diagram illustrating another exemplary embodimentof a system for providing recording as a network service. As shown inFIG. 4, system 400 incorporates communications networks 402 and 404.Each of these networks can be any or a combination of network types(WAN, LAN, the Internet) for providing Internet Protocol (IP)communications.

Communicating with each of networks 402 and 404 is a network switchingdevice 410 that can be used for directing IP packets. Long term storage412 communicates with the networks 402, 404 and thus with the switchingdevice 410. Long term storage 412 receives IP packets, such as IPpackets associated with a communication that is to be recorded, andstores information corresponding to the IP packets so that the recordedcommunications can be replayed. In some embodiments, such informationcould include an identification of the source (e.g., source address), anidentification of the destination (e.g., destination address),identification of an agent that is a party to the communication, machinename and/or called phone number, for example.

As shown in FIG. 4, recording controller 414 also is provided. In thisembodiment, the recording controller coordinates activity with theswitching device to ensure that the desired communications are recorded.In particular, the recording controller can provide instructions to theswitching device so that the communications to be recorded can beidentified. This can be accomplished by a user interacting with a userinterface of the recording controller. Such a user interface enables auser to provide input regarding criteria used for determining whethercommunications are to be recorded. The recording controller thenconverts the input into instructions that can be provided to theswitching device by broadcast, for example.

Additionally or alternatively, duplicate recording of information canpotentially be avoided. In some embodiments, this can be accomplished bypermitting the storage devices to communicate with each other regardingrecording activity. This could be facilitated via a network protocol. Inother embodiments, a recording controller could be used to track therecording activity of the recording devices and to direct the recordingactivity. By way of example, the recording controller could inform thenetwork about the recording device(s) that should be used for recording.

FIG. 5 is a schematic diagram illustrating an embodiment of acomputer-implemented device that is configured to perform thefunctionality associated with a recording controller. Generally, interms of hardware architecture, computer 500 includes a processor 502,memory 504, a user interface 506, and one or more input and/orcommunication (I/O) device interface(s) 508 that are communicativelycoupled via a local interface 510. The local interface can include, forexample but not limited to, one or more buses or other wired or wirelessconnections. The local interface may have additional elements, which areomitted for simplicity, such as controllers, buffers (caches), drivers,repeaters, and receivers to enable communications. Further, the localinterface may include address, control, and/or data connections toenable appropriate communications among the aforementioned components.

The processor 502 may be a hardware device for executing software,particularly software stored in memory 504. In this regard, theprocessor can be a custom made or commercially available processor, acentral processing unit (CPU), an auxiliary processor among severalprocessors associated with the recorder, a semiconductor basedmicroprocessor (in the form of a microchip or chip set), amacroprocessor, or generally any device for executing softwareinstructions.

The memory 504 can include one or combination of volatile memoryelements (e.g., random access memory (RAM, such as DRAM, SRAM, SDRAM,etc.)) and nonvolatile memory elements (e.g., ROM, hard drive, tape,CDROM, etc.). Moreover, the memory may incorporate electronic, magnetic,optical, and/or other types of storage media. Note that the memory canhave a distributed architecture, where various components are situatedremote from one another, but can be accessed by the processor.Additionally, the memory can include an operating system 512, as well asinstructions associated with a recording controller 520.

The software in memory may include one or more separate programs, eachof which includes an ordered listing of executable instructions forimplementing logical functions. The operating system can be configuredto control the execution of other computer programs and providesscheduling, input-communication control, file and data management,memory management, and communication control and/or related services.

It should be noted that a system component embodied as software may alsobe construed as a source program, executable program (object code),script, or any other entity comprising a set of instructions to beperformed. When constructed as a source program, the program istranslated via a compiler, assembler, interpreter, or the like, whichmay or may not be included within the memory, so as to operate properlyin connection with the operating system.

When the computer 500 is in operation, the processor is configured toexecute software stored within the memory, to communicate data to andfrom the memory, and to generally control operations of the recorderpursuant to the software. Software in memory, in whole or in part, isread by the processor, perhaps buffered, and is then executed. In thisregard, when executing instructions associated with the recordingcontroller, the exemplary functionality described above with respect torecording controllers may be performed.

FIG. 6 is a flowchart illustrating functionality (or method steps) thatcan be performed by a recording controller, such as the embodiment ofFIG. 5. In particular, the functionality may be construed as beginningat block 610, in which user input regarding criteria used fordetermining whether communications are to be recorded is received. Inblock 612, the user input is convert into instructions that areoperative to enable identification of a communication that is to berecorded. In block 614, the instructions are provided to a componentthat will be responsible for identifying communications that are to berecorded, such as to a switching device or recorder. Notably, theinstructions can be provided in various manners, such as via networkbroadcast or direct communication to a selected IP address.

FIG. 7 is a schematic diagram illustrating another exemplary embodimentof a system for providing recording as a network service. As shown inFIG. 7, system 700 incorporates communications networks 702 and 704.Each of these networks can be any or a combination of network types(WAN, LAN, the Internet) for providing Internet Protocol (IP)communications.

Communicating with each of networks 702 and 704 is a network switchingdevice 710 that can be used for directing IP packets. Long term storage712 communicates with the networks 702, 704 and thus with the switchingdevice 710. Long term storage 712 receives IP packets, such as IPpackets associated with a communication that is to be recorded, andstores information corresponding to the IP packets so that the recordedcommunications can be replayed. Notably, the IP packets received can becopies or some other interpretation of the original IP packets, therebyensuring that the original packets continue to be routed as desired.

As shown in FIG. 7, a recorder 714 also is provided. In this embodiment,the recorder coordinates activity with the switching device to ensurethat the desired communications are recorded. In particular, therecorder can provide one or more of the following functions: instructingthe switching device about the communications that are to be recorded;identifying which of the IP packets of the switching device are to bedirected for recording; and directing identified IP packets to long termstorage.

In some embodiments, the recorder determines which of the IP packets areto be recorded based on the tapping of the switching device and thendirects the switching device to direct those packets for long termstorage. In other embodiments, responsive to determining which of the IPpackets are to be recorded based on the tapping of the switching device,the recorder transmits those packets back to the switching device sothat those packets can be directed by the switching device to long termstorage.

In such an embodiment, the recorder is somewhat similar to aconventional recorder in that the recorder taps communications. However,unlike a conventional recorder, the recorder of FIG. 7 may not beimplemented with an ability to store IP packets locally for the purposeof manipulating, e.g., re-ordering, the packets. That is, in contrast toconventional recorders that buffer IP packets prior to directing thosepackets to a long term storage device so that the packets can bere-ordered, some embodiments of the recorder selectively direct IPpackets to long term storage by re-transmitting the packets to theswitching device without re-ordering those packets into a segment of acommunication. In other embodiments, however, the IP packets can be heldin memory, e.g., volatile memory, while some form of ordering and/orinterpretation of the information contained in the IP packets takesplace.

FIG. 8 is a flowchart illustrating functionality (or method steps) thatcan be performed by a system, such as the embodiment of FIG. 7. Inparticular, the functionality may be construed as beginning at block810, in which IP packets associated with a communication that is to berecorded are identified by a recorder that is tapped into a switchingdevice. In block 812, the IP packets are directed to long term storagedevice with the switching device.

It should be noted that any of the executable instructions, such asthose depicted functionally in the accompanying flowcharts, can beembodied in any computer-readable medium for use by or in connectionwith an instruction execution system, apparatus, or device, such as acomputer-based system, processor-containing system, or other system thatcan fetch the instructions from the instruction execution system,apparatus, or device and execute the instructions. In the context ofthis document, a “computer-readable medium” can be any means that cancontain, store, communicate, propagate, or transport the program for useby or in connection with the instruction execution system, apparatus, ordevice. The computer readable medium can be, for example but not limitedto, an electronic, magnetic, optical, electromagnetic, infrared, orsemiconductor system, apparatus, or device. More specific examples (anon-exhaustive list) of the computer-readable medium could include anelectrical connection (electronic) having one or more wires, a portablecomputer diskette (magnetic), a random access memory (RAM) (electronic),a read-only memory (ROM) (electronic), an erasable programmableread-only memory (EPROM or Flash memory) (electronic), an optical fiber(optical), and a portable compact disc read-only memory (CDROM)(optical). In addition, the scope of embodiments of this disclosure caninclude embodying the functionality described in logic embodied inhardware or software-configured media.

It should also be noted that the flowcharts included herein show thearchitecture, functionality and/or operation of implementations that maybe configured using software. In this regard, each block can beinterpreted to represent a module, segment, or portion of code, whichcomprises one or more executable instructions for implementing thespecified logical function(s). It should also be noted that in somealternative implementations, the functions noted in the blocks may occurout of the order depicted. For example, two blocks shown in successionmay in fact be executed substantially concurrently or the blocks maysometimes be executed in the reverse order, depending upon thefunctionality involved.

It should be emphasized that the above-described embodiments are merelypossible examples of implementations set forth for a clear understandingof the principles of this disclosure. Many variations and modificationsmay be made to the above-described embodiments without departingsubstantially from the spirit and principles of the disclosure. All suchmodifications and variations are intended to be included herein withinthe scope of this disclosure.

1. A method for providing recording of communications comprising:providing recording as a service on a network such that: the networkdetermines whether Internet Protocol (IP) packets, which are beingcommunicated by the network, are associated with a communication that isto be recorded and the network directs information corresponding to theIP packets associated with the communication to a long term storagedevice.
 2. The method of claim 1, wherein determining whether the IPpackets are associated with a communication that is to be recorded isaccomplished by a switching device of a network, the switching devicebeing a network infrastructure component configured for directing the IPpackets.
 3. The method of claim 2, wherein directing of the informationcorresponding to the IP packets to the long term storage is accomplishedwithout using a recorder, which is configured to be tapped into theswitching device, for temporarily storing the IP packets.
 4. The methodof claim 2, wherein the switching device determines whether the IPpackets are associated with the communication that is to be recorded. 5.The method of claim 4, wherein, in determining whether IP packets areassociated with a communication that is to be recorded, the switchingdevice receives the IP packets in a promiscuous mode.
 6. The method ofclaim 2, wherein, in determining whether IP packets are associated witha communication that is to be recorded, the IP packets are filtered. 7.The method of claim 6, wherein the switching device filters the IPpackets by operating in a non-promiscuous mode.
 8. The method of claim2, wherein, in determining whether IP packets are associated with acommunication that is to be recorded, the switching device analyzes atleast some of the IP packets received, with a portion of each of thoseIP packets being analyzed.
 9. The method of claim 2, wherein, indetermining whether IP packets are associated with a communication thatis to be recorded, the switching device analyzes all of the IP packetsreceived.
 10. The method of claim 1, wherein the IP packets associatedwith the communication contain audio data.
 11. The method of claim 1,wherein the IP packets associated with the communication contain videodata.
 12. The method of claim 1, wherein the IP packets associated withthe communication contain screen data captured from a computing device.13. The method of claim 1, further comprising: communicatinginstructions to the network, the instructions indicating thatinformation corresponding to the IP packets associated with thecommunication are to be directed to the long term storage device. 14.The method of claim 1, wherein a switching device of a networkdetermines whether the IP packets are associated with a communicationthat is to be recorded; and the method further comprises: providing theswitching device with instructions regarding communications such thatinformation corresponding to the IP packets and satisfying criteriaassociated with the instructions is directed to the long term storagedevice.
 15. The method of claim 14, wherein at least some of theinstructions are provided to the switching device via the network. 16.The method of claim 1, further comprising: receiving the IP packetsassociated with the communication at the long term storage device. 17.The method of claim 16, further comprising: receiving informationcorresponding to the IP packets at the long term storage device.
 18. Themethod of claim 17, wherein the information corresponding to the IPpackets comprises at least one of a source of the communication and adestination of the communication.
 19. The method of claim 17, furthercomprising reconstructing the communication for replay.
 20. The methodof claim 1, wherein a recorder, which is in communication with theswitching device, determines whether the IP packets are associated withthe communication that is to be recorded.
 21. The method of claim 20,wherein: the network comprises a switching device operative to directthe IP packets the IP packets are provided to the recorder, which istapped into the switching device; and the IP packets that are to bedirected to the long term storage device by the switching device areretransmitted from the recorder.
 22. The method of claim 1, wherein theservice resides on the network and is accessible to a user via thenetwork for requesting recording services.
 23. The method of claim 22,wherein the recording services are accessible via a web browser.
 24. Themethod of claim 23, wherein the web browser uses HTML.
 25. A system forproviding recording as a network service comprising: a switching deviceoperative to: communicate Internet Protocol (IP) packets of a networkwith which the switching device is associated; determine which of the IPpackets communicated by the switching device are associated with acommunication that is to be recorded; and direct informationcorresponding to the IP packets associated with the communication to along term storage device; wherein the switching device is a networkinfrastructure component configured for directing IP packets.
 26. Thesystem of claim 25, further comprising the long term storage device towhich the IP packets are directed.
 27. The system of claim 25, furthercomprising means for facilitating identification of the IP packetsassociated with the communication.
 28. The system of claim 25, furthercomprising a recorder tapped into the switching device, the recorderbeing operative to facilitate identification of the IP packetsassociated with the communication.
 29. The system of claim 28, whereinthe recorder is operative to transmit the IP packets for recording backto the switching device such that the switching device directs the IPpackets transmitted from the recorder to long term storage.
 30. Thesystem of claim 25, wherein the switching device is operative to receiveinstructions regarding communications via the network such that IPpackets satisfying criteria associated with the instructions aredirected to the long term storage device.
 31. The system of claim 30,wherein the switching device is operative to receive the instructionsfrom a recorder, which is tapped into the switching device.